Head of Customer Service Cet

4 months ago

Walsall, United Kingdom Homeserve Full time

**About The Role**:
The below vacancy is advertised on behalf of CET

Role Overview:
We are seeking an experienced and dynamic individual to join our team as the Head of Customer Experience. As the Head of Customer Experience, you will play a pivotal role in shaping and enhancing the overall customer journey and satisfaction. You will be responsible for managing and leading the Quality Assurance Team and Training Team, ensuring exceptional customer experiences across all touchpoints.

This is a hybrid role where we get together once per week in our Leicestershire based office.

On top of competitive basic salary the following benefits are offerred:
2 x life cover

25 days annual leave

Salary Sacrifice Pension - 3% er’s/5% ee’s (this is being reviewed though to be matched but not there yet)

Private Health care (self)

BUPA Wellbeing Cash Plan (free of charge)

Key Responsibilities:

- Develop and implement a customer experience strategy:

- Define the customer experience vision and strategy in alignment with the company's goals and objectives.
- Identify key customer touchpoints and develop strategies to optimise each interaction.
- Continuously monitor and analyse customer feedback, market trends, and industry best practices to drive improvements in the customer experience.
- Lead the Quality Assurance Team:

- Manage and provide guidance to the Quality Assurance Team, ensuring adherence to established quality standards.
- Establish and monitor key performance indicators (KPIs) to assess the quality of customer interactions.
- Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.
- Oversee the Training Team:

- Collaborate with the Training Team to develop and deliver comprehensive training programs for customer-facing teams.
- Ensure training materials and resources are up to date, relevant, and aligned with the customer experience strategy.
- Monitor training effectiveness and provide coaching and support to enhance team performance.
- Drive customer-centric culture:

- Foster a customer-centric mindset across the organisation by promoting the importance of exceptional customer experiences.
- Collaborate with cross-functional teams & clients to align customer experience initiatives and goals.
- Advocate for the voice of the customer and influence decision-making processes to prioritise customer satisfaction and loyalty.
- Implement customer feedback mechanisms:

- Establish and manage systems for collecting, analysing, and acting upon customer feedback and insights.
- Identify trends and patterns in customer feedback and leverage the information to drive continuous improvements.
- Coordinate with relevant teams to resolve customer issues and ensure timely and satisfactory resolution.

**About You**:
**Qualifications and Experience**:

- Proven experience in a senior customer experience management role, preferably in a customer-centric organization.
- Strong leadership skills with the ability to inspire and motivate teams.
- Excellent analytical and problem-solving abilities to identify customer pain points and develop effective solutions.
- Exceptional communication and interpersonal skills to collaborate with various stakeholders at all levels of the organization.
- In-depth knowledge of customer experience best practices and emerging trends.
- Proficiency in utilizing customer feedback tools and technologies.
- Ability to work in a fast-paced and dynamic environment, managing multiple priorities simultaneously.

Reporting Lines:
The Head of Customer Experience will report directly to the Chief Commercial Officer (CCO) and will oversee the Quality Assurance Team and Training Team as well as being responsible for the overall customer experience across the business.

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